Política de reembolso
At MetaPet we want you and your pet to love every product you buy from us. If something isn't right, we're here to help.
30-Day Returns
You may request a return within 30 days of receiving your order. To be eligible, the item must be unused, unopened, and in its original sealed packaging. For health and hygiene reasons, opened or used grooming products, shampoos, sprays, wipes, litter, and other consumables cannot be returned unless they arrived damaged or defective.
How to Start a Return
Fastest way: log in to your account, open Orders, select the order and click Request return — you can start and track your return online, no email needed.
Prefer email? Write to us at support@metapet.care with your order number and the reason for your return. We will review your request and, if approved, send you return instructions and the return address. Please do not send items back before receiving confirmation from us — returns sent without prior approval may not be accepted.
Return Shipping
If the return is due to our error or a defective/damaged product, we cover the return shipping cost. For all other returns (e.g. change of mind), the customer is responsible for return shipping charges. Original shipping charges are non-refundable.
Refunds
Once we receive and inspect your returned item, we'll notify you of the approval status. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Damaged, Defective, or Wrong Items
Please inspect your order on arrival. If your item is defective, damaged, or you received the wrong product, contact us within 7 days of delivery at support@metapet.care with photos so we can make it right with a replacement or full refund.
Non-Returnable Items
- Opened or used grooming, bath, or hygiene products
- Items without original packaging or with broken safety seals
- Gift cards and clearance/final-sale items
Exchanges
The fastest way to get a different product is to return the eligible item and place a new order once your return is approved.
Contact
MetaPet · 9208 Enterprise Ct, Manassas Park, VA 20111, USA · support@metapet.care · (908) 977-0085